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A fifth of call centres 'have no disaster recovery plan'
Category: Data destruction
10 September, 2008
Call centres are not taking sufficient steps in disaster recovery plans, a study has found.The majority of the call centres looked at world-wide have not tested or monitored equipment that could resolve issues before the customer is affected, the Disaster Recovery Benchmarking study by DMG Consulting, in partnership with Empirix found.
Of the companies surveyed, only 36.7 per cent were confident their business could survive a disruption without seriously impacting their customers.
And 20 per cent of the call centres did not have a disaster recovery plan.
"Companies without a contact center disaster recovery plan run the risk of alienating customers in their time of need," says lead researcher and president of DMG Donna Fluss.
Only 4.7 per cent of those questioned ever tested their disaster recovery plans and backup solutions.
The majority of firms with recovery plans in place remained unsure over the result - 63.3 per cent thought these plans might not produce the wanted results during difficult times.
On Monday (8th September) the London Stock Exchange computer system crashed the day after the US government announced its takeover of mortgage lenders Freddie Mac and Fannie Mae.
